Refund policy

Returns & Refund Policy

iComply Supplys / iComply Property Services, 17 Woodlands Park Road, Offerton, Stockport SK2 5DE. Tel: 07517 806082. Email: icomplypropertyservices@gmail.com.

This policy applies to goods purchased from our Shopify store (B2C retail customers and B2B trade customers). Special or non-standard trade terms may apply where agreed in writing on a trade account order.

1. Consumer right to cancel (distance selling)

If you buy as a consumer (not for business use), you have 14 days from the day after you receive the goods to cancel under the Consumer Contracts Regulations. You must notify us within that period by email to icomplypropertyservices@gmail.com quoting your order number.

2. Returns window (all customers)

We accept returns of unused, unopened and resaleable stock within 14 days of delivery, provided:

Items are in original packaging with all labels, manuals and accessories;
Items have not been installed, programmed, site-tested, painted or modified;
Fire system devices (panels, detectors, modules, power supplies, etc.) show no signs of use or damage;
You obtain a Returns Authorisation (RA) from us before sending goods back.

3. Non-returnable items

Goods cut to length (e.g. fire cable sold by the metre) once supplied;
Special-order, non-stock or made-to-order items unless faulty;
Opened sealed battery packs or power products where seal integrity affects safety/warranty;
Software licences, downloadable content or personalised goods;
Items returned without an RA or outside the 14-day window (except faulty goods).

4. Faulty, damaged or incorrect goods

Please inspect deliveries on arrival. Report shortages, transit damage or incorrect items within 48 hours of delivery with photos and your order number. Faulty goods are covered by your statutory rights and any manufacturer warranty. We will repair, replace or refund as appropriate after assessment.

5. How to return

Email us for an RA reference and return address instructions.
Pack goods securely in original packaging where possible.
Include your order number, RA reference and contact details.
Return shipping for change-of-mind returns is the customer’s responsibility unless we have sent the wrong item or the goods are faulty.

6. Refunds

Once we receive and inspect returned goods, approved refunds are processed to the original payment method within 14 days. Original outbound shipping charges are only refunded where required by law (e.g. faulty/incorrect goods) or at our discretion. We may deduct an amount for diminished value if consumer goods show more than reasonable handling.

7. Trade account returns

Trade customers must still obtain an RA. Restocking charges may apply to non-faulty returns of stocked lines (typically up to 20% where packaging is opened or handling costs are incurred). Credit notes are issued to the trade account unless otherwise agreed. Contract, project and special-order stock is non-returnable unless faulty.